Chris, Alex, Gentlemen:
Thank you for your generosity. Let me learn a little bit more and it
will give me the confidence to ask stupid questions. :) Anyone in here
would like to engage in a conference call type group study / chat,
please let me know. I have a VoIP server to which all of us could
connect to easily.
Thank you!
Reza.
Alex Hall wrote on 10/24/2016 5:16 PM:
Customizing email notifications as in #3 is done through the
templates. As root, or a super user, go to Admin > Templates > Select.
There you'll find a table with all the templates the system uses.
Admin > Scripts is where you can see which templates go to which
events. The wiki (rt-wiki.bestpractical.com
<http://rt-wiki.bestpractical.com>) has a couple helpful pages on
templates, such as
https://rt-wiki.bestpractical.com/wiki/TemplateSnippets
You grant users the right to transfer, own, take, and steal tickets.
RT likes you to use groups rather than granting rights on a
user-by-user basis. For instance, our system has five queues, and each
queue has a queue_staff and queue_users group. In the staff group for
each queue, we grant the rights I mentioned. This way, simply adding a
user to the staff group in their queue is enough to give them all the
rights they need.
As you may have found, rights are integral to not just what users can
do with tickets, but to which tickets and queues they can view at all.
Getting to know the rights system will help a lot.
On Mon, Oct 24, 2016 at 5:08 PM, Chris McClement
<chri...@bosberaad.com <mailto:chri...@bosberaad.com>> wrote:
Hi Reza
Welcome to RT. We're a fairly new user of the product so have
recent experience of your learning curve!
We have a bit of a workaround in place for "2. Suppress "RT System
Itself...)" lines in the History. We simply hide the entries with
custom css. In Admin > Tools > Theme > Custom CSS (Advanced),
we've added:
div.transaction.Ticket-transaction.other {
display: none;
}
This hides all those RT System messages while leaving things like
actual message content/comments alone.
As far as "4. Assigning tickets..." goes, have you set any of your
users as "Privileged"? As far as I remember if you are logged in
as a privileged user you should be able to assign tickets to other
privileged users.
Regards
Chris
On Mon, 24 Oct 2016 at 21:50 Reza <reza.toro...@gmail.com
<mailto:reza.toro...@gmail.com>> wrote:
Greetings Folks:
I successfully installed RT on a virtual machine and it has been a
non-stop learning marathon for 12+ hrs non stop. If you are
as new as
me in RT, please reply to my message, and perhaps we can have a
conference call (at my expense) to do some sort of study group
session,
so we can share knowledge.
Its easiest to learn when there are friendly tutors. FYI, I have
acquired the following knowledge the very hard way.
1. Setup / Installation. (The hardest part)
2. Creating Users
3. Creating Groups
4. Understanding Permissons
5. Enabling watchers
6. Configuring Fetch Mail with SSL option to a gmail account
(for testing)
7. Configuring Sendmail / Exim and smart host
8. Purging / Shredding tickets
What I would like to learn is:
1. Create Random Ticket numbers.
2. Suppress "RT System Itself - Outgoing email recorded"
3. Customization of Auto ticket reply.
4. Assigning tickets / transferring to someone else (when not
logged in
as root)
5. 3rd Party CRM integration basics.
Thanks in advance to all the folks here, specially the
creators of RT.
Best,
Reza.
---------
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
<https://bestpractical.com/training>
* Boston - October 24-26
* Los Angeles - Q1 2017
---------
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
<https://bestpractical.com/training>
* Boston - October 24-26
* Los Angeles - Q1 2017
--
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com <mailto:ah...@autodist.com>
---------
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017
